2019 Digital Trends

The 2019 Digital Trends report by Adobe and Econsultancy highlights that companies leading in customer experience and personalization, supported by integrated tech stacks and data-driven strategies, are significantly outperforming others. Only 10% rate themselves as very advanced at CX, but those are nearly three times more likely to exceed business goals. Top priorities include better audience targeting, improved customer intelligence, and real-time personalization. Larger firms are increasing CX technology investments despite challenges like privacy concerns and data silos. AI adoption is rising but often hindered by lack of knowledge and strategy.

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